Many companies have value statements and company goals, but they often miss the mark when they try to determine how...
Training
Agents as the Organization’s Ears and VoiceCall center representatives play the vital role of being the ears of the organization....
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of...
There are several key reasons to ensure that your staff are appropriate trained and skilled. Perhaps the most important is...
How important is it to ensure that your skills are up to date? Assuming that you received your certification or...
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than...
How do you treat your new starters? Do they get thrown in at the deep end - after all, they...
A famous quote from Thomas Edison reads - Opportunity is missed by most people because it is dressed in overalls and...
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes...
One important thing to remember from a Customer Service point of view is that the last person you speak to...
When was the last time you had a coffee? I don't mean in the office, but in a regular takeout...